Supervisor Client Setup (Hybrid- PA, NJ, DE)

The Supervisor, Ancillary Integration – Vendor Feeds is responsible for supervising and developing a team that provides operational oversight and governance of ancillary vendor data integrations, with a primary focus on eligibility, enrollment, and vendor file feeds.

This role ensures accurate, timely, and stable data exchange between internal systems and external ancillary vendors such as Dental, Vision, Pharmacy, and Teladoc. The Supervisor partners closely with Product, BTS/EIM, Client Setup, Enrollment, Billing, and Operations to identify risks, manage eligibility fallout, coordinate root-cause analysis, and prevent recurring integration issues.

Primary Functions

Vendor Feed Oversight & Governance

·       Supervise daily operational oversight of ancillary vendor eligibility and enrollment feeds, including batch and incremental file transmissions

·       Ensure monitoring of file timeliness, completeness, record counts, and vendor receipt confirmation

·       Validate that eligibility and enrollment data flows correctly from internal systems (e.g., FOS, DART) to external vendor platforms

·       Maintain structured visibility into feed performance, risks, and recurring failure patterns

Eligibility Fallout & Reconciliation Management

·       Oversee identification, tracking, and resolution of eligibility and enrollment fallout including missing or late records, mapping mismatches, and vendor rejects

·       Ensure reconciliation routines are executed to compare internal eligibility data with vendor records

·       Coordinate resolution with Product, BTS/EIM, Client Setup, Enrollment, and other partners

·       Validate successful remediation and downstream correction

Issue Triage, RCA & Escalation

·       Supervise intake and triage of vendor feed and eligibility issues through ServiceNow and defined escalation channels

·       Ensure structured root-cause analysis (RCA) is completed for recurring or high-impact issues

·       Escalate systemic risks, cross-functional issues, and recurring defects with clear impact summaries and recommendations

·       Enforce standardized intake and escalation processes

Cross-Functional Coordination

·       Serve as a key operational liaison with Product teams, BTS/EIM, Client Setup, Enrollment, Operations, and Customer Service

·       Support readiness for new client implementations, benefit changes, vendor changes, and system releases

·       Ensure vendor communications occur through proper Product/vendor ownership channels while maintaining operational oversight

Team Leadership & Performance Management

·       Lead and develop Ancillary Integration Analysts focused on vendor feeds and eligibility oversight

·       Set daily priorities and review analyst outputs for accuracy, completeness, and documentation quality

·       Coach team members on investigation techniques, data validation, and RCA discipline

·       Ensure consistent use of trackers, dashboards, and governance artifacts

Reporting, Controls & Continuous Improvement

·       Produce and review operational reporting including feed performance trends, eligibility fallout volume, and recurring defect categories

·       Identify opportunities to improve monitoring, validation, escalation, and prevention practices

·       Partner with Ops Academy and Knowledge Management to inform training or documentation needs